Address
Form of work Key Outcomes and Accountabilities The aim of this role is to: Assess and record service delivery complaint information that supports case categorisation to determine an employee's performance and/or conduct. Support the investigation of service delivery complaints effectively and efficiently, in line with organisational policies and procedures and legislated requirements of the Crime and Corruption Act 2001, Public Interest Disclosure Act 2010, Public Sector Act 2022 and Public Ethics Act 1994. Assist and contribute with preparing the submission of high-quality reports to support the development of plans and key performance indicators for the branch, maintain databases and records on business activities and undertake other tasks related to core business functions as directed. Actively contribute to the development of policies, procedures, and business systems. Participate in projects and other activities to improve administrative practices to ensure best practice in complaints management. Engage and liaise with external agencies necessary in the investigation and case management of customer service complaints and employee conduct matters, including the Public Service Commission, Crime and Corruption Commission, and the Office of the Queensland Ombudsman. Candidate Attributes Demonstrated ability to assess risk in accordance with an established risk matrix and escalate matters where appropriate. Knowledge of or the ability to rapidly acquire knowledge of the Crime and Corruption Act 2001, Public Interest Disclosure Act 2010, Public Sector Act 2022, and the Public Service Commission's Conduct and Performance Excellence (CaPE) framework. Demonstrated experience in the performance of administrative duties, including procurement, data entry, preparing reports, submissions, and briefing notes. Strong case management skills, including the…
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